REFUND & RETURN POLICY

After-Sales Service & Compensation Policy

Overview

At XXXX DOLL, we stand behind the quality of our products.
If any issue arises with your order, we are committed to providing fair and timely solutions.

Below is our after-sales policy:

Delivery & Shipping Protection

Extended Delivery Guarantee

If your order exceeds 60 working days from confirmed production start date (excluding special cases below), you may request:

A full refund, or

A free replacement doll

Exceptions

The 60-working-day guarantee does not apply under the following conditions:

Orders with special custom features (e.g., implanted hair, electric hips, oral functions, advanced customization). Delivery timelines will be confirmed separately and calculated from final confirmation.

Delays caused by factory holidays, peak production seasons, or scheduling adjustments.

Brands with extended production cycles (specific timelines are listed on their respective product pages).

Overseas warehouse orders:

U.S. warehouse: maximum 10 delivery days; claim window 20 days

EU & Canada warehouses: maximum 15 delivery days; claim window 30 days
If out of stock, customers will be notified within 2 working days and timeline resets upon confirmation.

If customs clearance or package collection is delayed due to recipient inaction, XXXX DOLL is not responsible for resulting loss or return.

Shipping Damage

All products are inspected before shipment with documentation retained.

If your doll arrives damaged during transit, please contact us within 24 hours with photos or videos. Compensation or replacement will be arranged based on damage severity.

Lost Packages

If tracking shows “Delivered” but you have not received the package:

Contact the shipping carrier immediately (UPS/FedEx/DHL)

Notify us so we can assist with investigation

Resolution will be determined case by case.

Product Quality & Defect Policy

Minor Cosmetic Issues

Examples: slight makeup smudging, minor nail detachment, small surface tears, small finger deformation.

Please submit photo/video evidence within 24 hours of delivery.
Compensation range: $10 – $100, depending on severity.

Major Structural Damage

Examples: severe skin tearing, broken limbs, structural fractures.

Upon verification, we will provide:

Full refund, or

Free replacement

Return shipping (if required) will be covered by XXXX DOLL.

If major structural damage occurs within 30 days due to non-human factors (material or internal frame issues), partial or full compensation will be provided after assessment.

Note: Electronic or mechanical features (heating systems, electric hips, suction systems, etc.) are not covered under structural warranty.

Incorrect Product or Missing Options

If the doll significantly differs from your confirmed order:

Provide full unboxing photos/videos within 24 hours

Keep original packaging

We will arrange replacement or full refund.

For incorrect or missing customization options:

Compensation = 2x the value of the missing feature

If the feature was free, minimum compensation = $20

Need help?

Customer Support & Resolution

We aim to resolve all concerns fairly and professionally.

If you have any questions regarding your order, please contact:

📩 Email: info@xxxxdoll.com

XXXX DOLL
YOU DESERVE THE BEST DOLL

XXXX DOLL